EMEA Key Strategic Client Team Leader

Position Overview

We are looking for an EMEA Key Strategic Client Team Leader based in Belgrade (hybrid working model) who is responsible for leading the day-to-day operations of a team supporting a global strategic client within the EMEA region. This is a working leadership role that combines operational management with hands-on ownership of a reduced portfolio of complex or high-priority visa applications.

The KSC Team Leader leads the delivery of high-quality, compliant, and timely immigration support, ensuring service excellence, productivity, and customer satisfaction. Working closely with the Service Delivery Manager, the role provides team leadership, quality oversight, and drives operational excellence and continuous improvement.

Duties and Responsibilities

• Manage and oversee the team's work, including task supervision, process implementation, and resolution of escalations.
• Set daily team goals by identifying deliverable tasks, overseeing operations, and conducting quality checks/audits.
• Ensure SLA and KPI adherence while maintaining the team's productivity tracker.
• Manage a reduced portfolio of complex, VIP or escalated immigration cases while providing technical guidance and operational support to team members.
• Handle any escalations and working closely with operations teams
• Report and communicate system issues and technical problems to management and technical support teams
• Create, maintain, and continually improve office process flows so that they achieve maximum efficiency and maintain performance standards to ensure quality service and optimal performance.
• Identify need for additional training and team development.
• Organize and lead regular team meetings, prepare performance reports, monitor internal audits, evaluate consultant performance, and oversee daily/weekly tasks to enhance team processes and relationships.
• Ensure uniform and consistent compliance with company policies and procedures, without exceptions.
• Build and maintain positive working relationships with travellers, client stakeholders, internal teams and global CIBT offices while promoting exceptional customer service
• Support workforce planning, business continuity and additional operational responsibilities as required by management.
• Ensure uniform and consistent compliance with company policies, procedures and quality standards without exception.

Education and Qualifications

• Graduate level degree or equivalent
• Experience in Travel, Hospitality, or Embassy/Consulate relations is plus
• Minimum two (2) years supervisory experience and experience leading and developing high-performing teams
• Fluency in written and spoken English language
• Exceptional communication and interpersonal skills
• Computer literate with excellent writing and email skills
• Have experience using Microsoft Outlook, and Office (Word, Excel, PowerPoint).
• Strong client service mentality
• Solution-focused with excellent attention to detail and accuracy
• Results driven, operates with a strong level of accountability and ownership
• Excellent organizational, time management and planning skills required
• Ability to handle high volume while maintaining high level productivity
• Strong analytical, problem-solving and decision-making skills, with the ability to perform effectively in a fast-paced environment.

Compensation & Benefits

• Expected starting monthly net salary: EUR 1,300 net
• Periodic compensation reviews based on performance, development, market conditions, and business needs
• Hybrid work model
• 23 days of annual leave annually, plus Serbian public holidays
• Private health, life, and accident insurance
• FitPass membership
• Employee referral bonus program
• Employee recognition program (Above and Beyond)
• Learning, development, and career growth opportunities within an international environment
• Complimentary office refreshments, coffee, and seasonal fruit

About Us

CIBT is a leading global provider of immigration and visa services for corporations and individuals, operating in 25 countries worldwide. With more than 30 years of experience, CIBT is the trusted service provider to many of the world's leading companies, including a majority of the Fortune 500.

CIBT delivers a comprehensive suite of services through two primary brands: Newland Chase, a wholly owned subsidiary specializing in global immigration strategy and advisory services for corporate clients worldwide, and CIBTvisas, a market leader in business and travel visa services for both corporate and individual clients.

Through its global expertise and extensive network, CIBT helps organizations and travelers navigate complex travel and immigration requirements in a fast, convenient, and secure manner.

Equal Employment Opportunity

CIBT is committed to building a diverse, equitable, and inclusive workplace where all employees and applicants are treated with respect and dignity. We provide equal employment opportunities to all qualified applicants and employees without regard to race, color, ethnicity, national origin, religion or belief, sex, gender, gender identity or expression, sexual orientation, age, disability, medical condition, marital or family status, veteran status, genetic information, or any other characteristic protected by applicable local law.

CIBT is committed to providing reasonable accommodations throughout the recruitment and employment process for individuals with disabilities or other accessibility needs. If you require assistance or an accommodation, please contact us at GlobalRecruiting@cibt.com .